ITPEC FE Morning April 2018 Question 56
ITPEC FE Morning April 2018 — Question 56 of 80
PDCA Cycle in SMS — Plan phase defines the framework of authorities, responsibilities, and process roles
ISO/IEC 20000-1:2011 applies the Plan-Do-Check-Act (PDCA) methodology to all parts of the Service Management System (SMS). The question asks which activity belongs to the Plan phase.
The correct answer is (b): Creating a framework of authorities, responsibilities, and process roles.
In the PDCA cycle applied to SMS:
- Plan: Establish the structure — define authorities, responsibilities, roles, and policies
- Do: Implement and operate — allocate funds, budgets, and resources
- Check: Monitor and review — conduct management reviews, maintain records
- Act: Improve — create and implement approved improvement plans
Why not the others:
- (a) Conducting management reviews and maintaining records → Check phase (monitoring and evaluation)
- (c) Creating a plan for approved improvements and reporting them → Act phase (continual improvement based on review findings)
- (d) Implementing and operating SMS through fund allocation → Do phase (execution and resource management)
Key rule: In PDCA for SMS, Plan = defining the "who does what" (governance framework), not creating improvement plans (which is Act) or allocating budgets (which is Do).
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